What are the responsibilities and job description for the Program Manager, Ambulatory Patient Experience position at Torrance Memorial Medical Center?
Patient Experience Strategy & Program Management
- Lead the design, execution, and continuous improvement of TMPN’s ambulatory patient experience strategy across clinic sites.
- Develop and maintain a comprehensive patient experience roadmap with measurable KPIs, milestones, and accountability structures.
- Manage vendor relationships for patient satisfaction survey platforms (e.g., Press Ganey, NRC Health) and ensure optimal configuration, distribution, and response rates.
- Coordinate and facilitate Patient Experience Committees, working groups, and cross-functional improvement teams.
Data Analytics & Performance Reporting
- Analyze survey data, online reviews, and patient grievance trends to identify improvement opportunities.
- Partner to develop and maintain executive-level dashboards and scorecards that track performance by site, provider, and domain (e.g., access, communication, care coordination).
- Translate data into clear insights and actionable recommendations for physicians, site managers, and senior leadership.
- Monitor and report on benchmarks relative to regional and national percentile rankings.
Service Recovery & Patient Advocacy
- Oversee the patient complaint and grievance resolution process, ensuring timely, empathetic, and policy-compliant follow-up.
- Support the development and implementation of standardized service recovery protocols across TMPN clinics, including frontline empowerment practices.
- Partner with risk management and compliance to ensure alignment on escalated concerns.
Training, Coaching & Culture Building
- Support the development and delivery of patient experience training for clinical and non-clinical staff, including communication skills, empathy-based de-escalation, and phone etiquette.
- Implement and manage secret shopper and mystery caller programs, sharing findings and partnering with site leadership on coaching plans.
- Serve as a visible champion for service excellence, fostering a culture where the best ideas come from people closest to the work.
Operational Improvement & Collaboration
- Partner with Population Health, Quality, and Clinical Operations teams to integrate patient experience into value-based care workflows and HEDIS-related outreach.
- Identify and support implementation of operational improvements to reduce friction in scheduling, check-in, wait times, and care transitions
QUALIFICATIONS
Required
- Bachelor’s degree required.
- Minimum 4 years of experience in patient experience, quality improvement, or healthcare operations in an ambulatory or medical group setting.
- Experience in multi-site physician network or similar ambulatory environment.
- Familiarity with CMS Star Ratings, HEDIS measures, and value-based care models.
- Experience working with patient satisfaction survey platforms (e.g., Press Ganey, NRC Health, CG-CAHPS) and translating insights into actionable improvements.
- Strong data analysis and visualization skills; advanced proficiency in Excel and PowerPoint; experience building dashboards.
- Excellent written and verbal communication skills, including presenting to executive and physician audiences.
- Proven ability to manage multiple concurrent projects, engage diverse stakeholders, and drive measurable outcomes.
Preferred
- Master’s degree (MBA, MHA, MPH).
- Experience with EHR systems (e.g., Oracle Health/Cerner preferred) and digital patient engagement tools.
Salary Range: $38.00/Hr - 61.00/Hr.
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Salary : $38